Introduction

The main objective of this research paper is to discuss the importance of implementing the IT Infrastructure library (ITIL) tools and the processes involved that forms part of the ITIL framework. By adopting ITIL we aim to explore the effect of adopting these processes in the academic Online Student Query System at the Department of IT at CPUT. There has been very limited academic research about the adoption of the IT Infrastructure library (Hochstein et.2005).
To improve academic services to IT academic students, an admin information system was implemented as a tool to assist students with online academic queries.
This study focus on the following: Service Support-Operational levels of the IT infrastructure Library: [1] Service Desk, [2] Incident Management, [3] Problem Management and [4] Change Management. Each student has expectations and needs to receive a good service, so the IT department never knows what to expect from students when they encounter them (Anne, 2009). ITIL can be assigned to any organisation because of its unique structure; organisations can determine how many levels of ITIL they want to implement (ITpreneurs Campus, 2009). Opportunities to benefit from information technologies in educational contexts are reported by several authors: Harasim (Harasim et al., 1995), Puttnam (Puttnam, 1996), and Papert (Papert, 1993).